Beyond the Bedside – Empowering Patients & Transforming Experiences
Patient & Visitor Experience Asia Day 1
8:15 am - 9:00 am
Morning Refreshments & Registration
9:00 am - 9:10 am
Welcome & House Keeping Address by Asia Healthcare Week
Asia Healthcare Week Plenary Day 1
9:10 am - 9:50 am
Opening Panel Discussion: What Does the Future of Healthcare Services Look Like?
Datuk Dr. Nor Fariza Binti Ngah -
Deputy Director General (Research & Technical Support),
Ministry of Health Malaysia
Weizhen Leong - Co-founder & Chief Medical Officer, Oriental Remedies Group
- Personalised medicine: Tailored treatments based on individual lifestyle, and environment
- Preventive care: A stronger emphasis on wellness and disease prevention through technology and data analytics
- Digital health and telemedicine: Increased reliance on remote consultations, wearable devices, and virtual care
- Artificial intelligence and robotics: Automation of routine tasks, enhanced diagnostics, and robotic surgeries
- Sustainable healthcare: Focus on eco-friendly practices, resource conservation, and reducing healthcare's environmental impact
Datuk Dr. Nor Fariza Binti Ngah
Deputy Director General (Research & Technical Support)Ministry of Health Malaysia
9:50 am - 10:20 am
Industry Thought Leadership
10:20 am - 10:50 am
Patient-Centered Care: Designing Facilities for Optimal Patient Experience
Mariska Ajeng -
Head of Operational & Services,
Siloam Hospitals Indonesia
· Conducting patient surveys and feedback to gather insights
· Incorporating patient preferences into facility design
· Providing amenities and services that enhance the patient experience
· Empowering patients to participate in their care decisions
10:50 am - 11:10 am
Speed Networking Session
11:10 am - 11:40 am
Morning Break & Refreshments
Streamlining Patient and Visitor Journey for Efficient Flow and Operations
11:40 am - 11:45 am
Welcome & Housekeeping Address by Patient & Visitor Experience Asia
11:45 am - 11:50 am
Opening Remarks by Conference Chairperson
11:50 am - 12:20 pm
‘What Matters to You?’ A Collaborative Approach to Elevating Patient Experience at Mayapada Healthcare Group
Rajpal Singh Baldev Singh -
Corporate Head of Nursing,
Mayapada Healthcare Group
Rajpal Singh, a healthcare leader with extensive experience in nursing and hospital management, explores how fostering collaboration has redefined patient-centered care at Mayapada Healthcare Group. Through the ‘What Matters to You?’ initiative, he illustrates the power of a service-oriented culture, operational excellence, and personalised care to meet evolving patient needs.
- Key pillars and lessons from the What Matters to You? programme
- Beyond technology: Cultivating a service-oriented mindset
- Operational strategies to ensure exceptional patient outcomes
12:20 pm - 12:50 pm
Industry Thought Leadership
12:50 pm - 1:20 pm
Standardising the On-Site Experience to Drive Improved Patient and Visitor Satisfaction
- Establishing guidelines for on-site staff experience, housekeeping, incident reporting, patient feedback
- Going the extra mile for our patients for improved satisfaction
- Driving continuous improvement in our processes
1:20 pm - 2:20 pm
Networking & Lunch Break
2:20 pm - 2:50 pm
Intertwining our People and Digital Strategies for a Seamless Site Experience
Norzaiton Senusi -
Chief Executive Officer,
UM Specialist Centre (UMSC)
- Addressing the gap between digital strategy and on-the-ground execution
- Mitigating the impact of nursing shortages and identifying critical areas for digital investment
- Balancing technological advancements with human-centered care to ensure optimal patient outcomes
2:50 pm - 3:20 pm
Amplifying the Patient Voice: A Human-Centered Approach to Healthcare Design
Miriam shares more on how it is important to not forget about the human element in designing the patient experience. She shares more on how they have incorporated patient feedback at every stage of the healthcare journey, from policy development to service delivery.
- Incorporating the Voice of the Patient into the design and implementation of healthcare services
- Engaging the community members and patient representatives in decision-making processes
- Sharing of examples on how we have built in the patient’s voice into our platforms
3:20 pm - 3:50 pm
Afternoon Break & Refreshments
3:50 pm - 4:20 pm
Elevating the Visitor Experience at The Medical City for International Patients and Outpatients
Roxannie Alejo -
Head - Center for Patient Experience,
The Medical City
Hear from Roxannie Alejo on how The Medical City has improved the patient and visitor experience across its 67 clinics and 5 hospitals for a seamless experience on-site, especially for its internatonal patients and their guests.
- Identifying and addressing critical pain points for our visitors with patinet journey mapping exercise
- Providing supportive services for family members and guests, including on-site accommodations and dedicated support programs
- Driving added value for our patients and visitors to ultimately drive business growth
4:20 pm - 4:50 pm
Ensuring Employee Well-Being to Deliver Enhanced Patient Care
Jittima Manonai Bartlett -
Assistant Director, Head of Patient Experience,
Ramathibodi Hospital, Thailand
- Understanding the relationship between staff experience and patient experience
- Focusing on the mental well-being of your staff, including doctors, nurses, admin staff
- Empowering your healthcare staff to deliver compassionate and effective care
Jittima Manonai Bartlett
Assistant Director, Head of Patient ExperienceRamathibodi Hospital, Thailand
